North American Power

Hello,
","sans-serif">
([redacted] [redacted])
We at
NAPG take all customers' claims very serious and have diligently investigated
Mr[redacted] account to provide a reasonable response according to our records
Mr[redacted] was enrolled into a 6-month fixed rate plan that expired and defaulted to
NAPG's variable rateAs a standard, NAPG sends renewal notices to advise
customers of when their fixed rate contract is to expire and encourage them to
contact us to renew their rate plan.
However,
due to an administrative oversight, a renewal letter was not generated in the
appropriate time to inform the customer of the pending expiration of their
fixed rate term
To
rectify this issue, a refund in the amount of $will be issued to the
customerThis refund was calculated at the difference between what the
customer paid with us for their supply and what they would have paid if they
were charged at the fixed rate which they were initially supplied, prior to the
expiration of their term for the customer's 1/20/– 2/18/and 2/18/
– 3/18/2015 billing cycles.
As of 5/19/2015, Mr[redacted] account will be no longer be enrolled with NAPG and will not incur any further
charges beyond this date
Should
you have any further questions or concerns regarding this matter, please don't
hesitate to contact me directly
Sincerely,
Compliance Department
North American Power
[redacted]
T [redacted]
F [redacted]

">Hello,
Complaint# [redacted] - Alan Cormello
NAPG takes the satisfaction of both our customers
and our potential customers very seriously, we apologize for the challenging
experience the customer has had regarding their enrollment.
The charges/fees customers of [redacted] in the
state of [redacted] are being assessed is not considered a 'switch fee' [redacted] ** does not assess a switch fee, however, the customer may incur a Standard Offer Billing Adjustment by the utility, which
is labeled as [redacted] on
their bill Keep in mind, since the utility changes their rate 2x yearly, they have to recoup the fees from
their Standard Offer rate and actual market rates when a customer switches to a
supplier
This adjustment shows the fluctuation of the market
and will either be a credit or a debit on the customer's bill
It is typical, NAPG charges customers an early
termination fee, if the customer decides to opt-out of their fixed term prior
to its conclusionHowever, in Mr[redacted] case, the ETF that would have been
assessed will be waived
Should you have any further questions or concerns,
please do not hesitate to contact me
Sincerely,
Compliance
Department
North American
Power
[redacted]
F [redacted]

Hello, This email is being sent in response to the complaint filed by [redacted] – Complaint# [redacted]
"">On 3/2/2016, [redacted] spoke with a rate specialist and elected to renew his account onto a 12-month $0.0869/kWh fixed rate. The call between [redacted] and the agent has been reviewed, and it was found that, after [redacted] inquired about the commencement date of his new rate agreement; the agent forewarned him that the rate would not be retroactively applied to his accountThis is due in large part because, typically, a rate change request can take up to 1-meter reads (depending on the customer's utility provider) prior to being reflected on a customer's account and/or bill statement. The supplier has no control over the start date of a customer's rate change request - only their Utility can determine this date, and at that point the Utility will inform us (the supplier) of said dateAlso, bear in mind, the same day of [redacted]'s choice of a new rate plan. He was issued a courtesy credit in the amount of $– for his 2/29/bill period, which was calculated at the difference between his new rate agreement and the rate he was charged when his original fixed rate expired and defaulted to the market rate. In spite of this, we are grateful to have [redacted] as a loyal customer of ours - therefore, in the hopes to provide the ultimate customer service and satisfaction; an additional courtesy refund will be issued in the amount of $41.89. The same formula used to calculate [redacted]'s first credit was used to determine his second goodwill accommodation. However, the difference in this instance is that his 3/30/bill cycle was used. This accommodation will be issued in the form of a check and should be received within the next 10-business daysAs for [redacted]'s 12-month $0.0869/kWh fixed contractThis rate plan will appear on his next received invoice statementI hope that this response has meaningfully addressed the customers concerns. Should you have any further questions, please do not hesitate to contact me directlySincerely, Compliance Department North American Power & Gas

",sans-serif>Hello,
This
email is being written in response to the complaint filed by [redacted] – Complaint#
[redacted]
Per
[redacted] complaint summary, when he enrolled with NAPG he did so onto a
variable rate planVariable
rates are subject to price fluctuations based on market conditions and other
price related factorsThat being said, rates can go higher or lower than the
local utility in any given month. However, we have implemented a variety
of fixed rate options since the time of [redacted]
enrollment with NAPG – which have been offered
to potential and existing customers via mail correspondences; in the hopes to
encourage customers to insulate themselves from the different supply price
variabilities during the changing of seasons throughout the year
Although we
show that [redacted] was charged accordingly, in
the hopes to provide customer satisfaction; an accommodation in the amount of $
will be issued to [redacted]. This courtesy
refund was calculated at the difference between the variable rate he was charged
for supply and our current fixed rate of $0.1009/kWh (12-month) for his
1/21/– 2/18/billing cycle.
This goodwill credit will be issued to the customer in the form of a check
and should be received within the next 10-business days
Please note
that [redacted] is still an active customer with us, and we would be more than
happy to enroll him onto the mentioned fixed rate. However, we would have to complete a customer
verification prior to the processing of the rate change. Several attempts have been made to contact
the customer in order to determine if he is interested in enrolling onto the
fixed rate or if he prefers his account cancelled - regrettably, these attempts
have been unsuccessful
Should you
have any further questions or concerns, please do not hesitate to contact me
directly
Sincerely,
Compliance Department
North American Power

","sans-serif"">Hello,
([redacted])
NAP
takes the satisfaction of both our customers and our potential customers very
seriously, we apologize for any challenges the customer may have experienced
with regard to their account.
It
is customary that NAPG sends renewal notices to advise customers of the
conclusion of their fixed rate contract, as well as, suggesting that the
customer contact us to renew their rate plan. It is worthy to point out
that noted in the renewal letter - the terms indicate, if the customer
takes no action, their account will default back to the standard variable rate
plan.
Our
records indicate, that the customer was correctly billed and properly informed
of the pending expiration of their fixed rate.
Attached
you will find Exhibit A, the renewal letter that was mailed to the customer
before the expiration of their fixed rate
As
of 12/8/2014, this customer's account has been cancelled, and will not incur
any further charges beyond this date.
We
certainly wish there was more we could have done and regret that the customer
was dissatisfied with our service
Should
you have any further questions or concerns regarding this matter, please don't
hesitate to contact me directly
Sincerely,
[redacted]North American Power
[redacted]T ###-###-####
F ###-###-####

">Hello,
Complaint#
[redacted]
[redacted])
Mr[redacted]
was enrolled into a 6-month $0.0699/kWh fixed rate which was supplied to its
entiretyOur records indicate that the fixed rate expired and defaulted to the
variable rate, because the customer did not contact NAPG to cancel or to renew
his rate after the mailing of their renewal letter
Attached
you will find Exhibit A & B: (A) the renewal letter which was
mailed to the customer & (B) the welcome letter that was mailed to the
customer when they initially enrolled with NAPG
Although
our records show this customer was charged accordingly, in the spirit of
customer satisfaction – an accommodation in the amount of $will be
issued to the customerThis accommodation was calculated at the difference
between what the customer paid with us for supply and what the customer would
have paid, if they were charged at the utility's rate-to-compare for the
customer's 3/20/– 4/22/ billing
cycle
As
of 5/21/2015, the customer's account will be cancelled and will not incur any
further charges beyond this dateTo further accommodate the customer, we will
issue an additional accommodation for this billing cycle (April-May) which will
be their final billing invoice with NAPGThis accommodation will also be
calculated at the difference of the utility's rate-to-compare
Should
you have any further questions or concerns, please do not hesitate to contact
me
Sincerely,
Compliance
Department

Hello,
Complaint# [redacted] ([redacted])
","sans-serif"">NAPG takes the satisfaction of both
our customers and our potential customers very seriously, we apologize for the
challenging experience the customer has had regarding their enrollment.
The charges/fees customers of
[redacted] in the state of [redacted] are being assessed is not considered
a 'switch fee'. [redacted] - ** does not assess
a switch fee, however, the customer may incur a Standard Offer Billing Adjustment by
the utility, which is labeled as [redacted] on
their bill Keep in mind, since the utility changes their rate 2x yearly, they
have to recoup the fees from their Standard Offer rate and actual market rates when a customer switches to a
supplier
This adjustment shows the
fluctuation of the market and will either be a credit or a debit on the customer's bill
We hope this response has
meaningfully addressed this complaint Should you have any further questions or
concerns, please don't hesitate to contact us
Sincerely,
Compliance Department,
North American Power & Gas

">Hello,
Complaint# [redacted] – [redacted]
We at NAPG take all customers' claims very serious
and have diligently investigated [redacted]s account
to provide a reasonable response according to our records
Upon further review, Ms[redacted] was enrolled into NAPG's
guaranteed savings plan (GSP) Which is similar to a
variable rate plan, that involves a variable rate that typically changes each
month based on market conditionsThe difference between the general
variable rate plan and the GSP is that with the GSP, customers are guaranteed
to save over the utility's standard offer rate for a specified period of time
In this case, the GSP was guaranteed to remain below the customers' utility
company's rate-to-compare through the last billing cycle before June 30,
Although the customer was billed properly, we will
be issuing the customer an accommodation of $423.84, which is the difference
between the variable rate the customer was charged and what they would have
paid if they were charged at the utility's rate-to-compare for the customer's 1/29/– 2/27/billing cycle.
As of 3/27/2015, the customer's account will mo
longer be enrolled with NAPG and will not incur any further charges beyond this
date
Should you have any further
questions or concerns, please don't hesitate to contact me directly.
Sincerely,
Compliance Department
North American Power

At
this time Ms[redacted]'s claims are under review and attempts are being made to
contact the customer to discuss her enrollment
"">
Our records show Ms[redacted] has been enrolled since March and has
since been issued several notice letters concerning her enrollment
NAPG
takes claims of this nature very seriously.
Immediate action has been taken to notify the Independent Representative
of Ms[redacted]s complaint and we currently await their response. While
the investigation is underway, we have confirmed that Ms[redacted]'s supply
service has indeed been cancelled and is scheduled to return to the utility's
standard offer on 1/15/
NAPG
holds itself to a high standard and has a zero tolerance policy concerning
unauthorized enrollments. Should we discover that any representative has
engaged in unethical recruiting or enrollment practices they will be subject to
disciplinary action up to and including termination from NAPG Network
As
a part of its investigation, NAPG will review the customer's charges and if
appropriate, will make concessions accordingly.
We appreciate the customer's patience and cooperation while we continue
to review this matter and the company anticipates reaching an amicable
resolution
Sincerely,
Compliance
Department
North American Power and Gas

","sans-serif"">Hello,
([redacted])
NAP
takes the satisfaction of both our customers and our potential customers very
seriously, we apologize for the challenging experience [redacted] has had
regarding her account.
On
12/13/2013, [redacted] enrolled into a 12-month fixed rate which provided
savingsAs a standard, NAPG sends renewal notices to advise customers when
their fixed rate contract is soon to expire and encourage them to contact us to
renew their rate plan.
In
[redacted]'s case, she contacted our customer care department to discuss potential
rates being offered to renewing customersUltimately, on 12/12/2014, [redacted]
decided to renew into an 11-month $0.1279/kWh fixed rate
Since
the time, [redacted] renewed her fixed rateShe has expressed displeasure,
because the new fixed rate is currently above her respective utility provider's
current standard to offer rate.
Keep
in mind, that there are numerous factors that go into determining renewal rates
that are offered to all customers, however, NAPG works hard to provide competitive
ratesIn this instance, NAPG's fixed rate is slightly above [redacted]'s
utility provider's rate-to-compare
Although
[redacted] knowingly enrolled into a the 11-month $0.1279/kWh fixed rate, in the
spirit of customer satisfaction, we will be rerating the customer to the fixed
term of $0.1139/kWh for 11-monthsIt is important
to mention, for any enrollment, cancellation
or rate change request it may take up to 1-meter reads before the request is
reflected on the customer's invoiceTo further accommodate the customer, we at
NAPG will compensate the customer at the difference of the $0.1139/kWh
fixed rate for the customer's supply, until the $0.1139/kWh fixed rate has been
reflected on the customer's invoice
Contact
has been made with the customer and they were made aware of the mentioned
accommodations
Should you have any further questions or concerns, please do not
hesitate to contact us directly
Sincerely,
Compliance Department
North American Power
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely, [redacted]

","sans-serif"">Hello,
([redacted])
NAP
takes the satisfaction of both our customers and our potential customers very
seriously, we apologize for the challenging experience the customer has had
regarding their account
Our
records indicate, on 10/20/2014, that the customer sent an email requesting the
cancellation of their account after the $was debited from their financial
intuition – the customer's complaint summary also corroborates with NAPG's
recordsIn the NAPG Terms Of Service, it clearly specifies that a customer's
cancellation notice must be received at least five (5) business days prior to
the scheduled charging of your credit card in order to avoid future charges, in
this case, the cancellation request was received one day after the charge was
debited
Attached
you will find the TOS that outlines the specifics pertaining to the
cancellation of an account
As
of 10/21/2014, the customer's account has been terminated and will not incur
any further charges
We
certainly wish there was more we could have done and regret that the customer
was dissatisfied with our service
Should
you have any further questions or concerns regarding this matter, please don't
hesitate to contact me directly
Sincerely,
[redacted]North
American Power[redacted]T ###-###-####F ###-###-####

The
following correspondence is made in response to the complaint filed with the
Revdex.com against North American Power and Gas (“NAPG”) by Customer, [redacted].  In the complaint, Mr. [redacted] expresses dissatisfaction with the
variable rate charged following the expiration of his fixed...

contract and during transfer.
 
To
start, it is NAPG’s standard practice to notify its customers of their renewal
options (by mail) prior to the expiration of their fixed contract. 
However, if the customer takes no action following the notice and/or opts out
of renewal; the Terms of Service indicates that their account will
automatically default to a variable rate plan.  This was the case with Mr. [redacted].
 
When Mr. [redacted] made contact with the company in September 2014 and was provided with his renewal rate options, he told the customer care agent that he preferred to go online himself, to renew his rate. However, it appears he decided to instead, cancel.  Therefore, at
this time the customer's supply service
has returned to the utility’s standard offer, on 12/11/2014.
 
NAPG
is currently making attempts to contact the Mr. [redacted] to further discuss his
concerns.  He should expect a call from
an NAPG customer service agent at any time prior to Friday, 1/9/2015.  We look forward to resolving this matter
amicably.
 
Sincerely,
 
Compliance
Department
North
American Power and Gas

Hello,
">Complaint# 1[redacted]
We at NAPG take all customers' claims very serious and
have diligently investigated [redacted] account to provide a reasonable
response according to our records
Based on the customer's account details, [redacted]
was enrolled into a 6-month $0.0799/kWh fixed rateThe mentioned fixed term
was supplied to the customer for the entire length of the contractAt the conclusion
of the 6-month term, the customer's rate expired and defaulted to the variable
rateAs a standard, NAPG sends renewal notices to advise customers when their
fixed rate contract is soon to expire and encourage them to contact us to renew
their rate plan
Additionally, as stated in the terms, if the customer
takes no action, their account will default back to the standard variable rate
plan.
Although our records show this customer was charged
accordingly, in the spirit of customer satisfaction – an accommodation in the
amount of $will be issued to the customerThis accommodation was
calculated at the difference between what the customer paid with us for supply
and what the customer would have paid if they were charged at the utility's
rate-to-compare for the customer's 12/8/– 12/31/2014, 1/7/– 2/6/
and 2/6/– 3/7/billing cycles
As of 3/7/2015, the customer's account has been
cancelled with NAPG and has not incurred any further charges beyond this date
Should you have any further questions or concerns
regarding this matter, please don't hesitate to contact me directly
Sincerely,
Compliance Department

">Hello,
Complaint# [redacted] – ([redacted])
The
following written response is made pursuant to the complaint filed by Customer,
[redacted] against North American Power and Gas, LLC ("NAPG")In the
complaint, the customer expresses her dissatisfaction with her supply rates and
supply charges.
To begin, our records indicate Ms[redacted] account
was enrolled into NAPG's variable rate planVariable rates are subject
to price fluctuations based on market conditions and other price related
factorsThat being said, rates can go higher or lower than the local utility
in any given month
Regrettably,
many customers of both suppliers and utilities across the region, have
experienced higher-than-usual variable rates this winter—unfortunately, wholesale
prices for both electricity and natural gas have increased substantially as a
result of a severe winter energy shortage.
Although
our records indicate the customer was charged accordingly, in the spirit of
customer satisfaction – an accommodation in the amount of $will be
issued to the customerThis accommodation was calculated at the difference
between the variable rate the customer was charged and what they would have
paid if they were charged at the utility's rate-to-compare for the customer's 2/4/
– 3/4/billing cycle
As of
4/2/2015, the customer's account will no longer be enrolled with NAPG and will
not incur any further charges beyond this date
Should
you have any further questions or concerns, please do not hesitate to contact
me.
Sincerely,
Compliance Department
North American Power
[redacted]
T [redacted]
F [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
 A representative has contacted me and has offered a refund check that I agreed with, they stated I should receive the check in the mail in approximately 10 days from Feb 19,2015. Thank you for your help with this issue.Sincerely, [redacted]

","sans-serif"">Hello,
([redacted])
NAP
takes the satisfaction of both our customers and our potential customers very
seriously, we apologize for the challenging experience the customer has had
regarding their account
Our
records indicate, that the customer was enrolled into a 6-month fixed rate at $0.0999/kWh
As a standard, NAP sends renewal notices to advise customers when their fixed
rate contract is soon to expire and encourage them to contact us to renew their
rate planAdditionally, as stated in the terms, if the customer takes no
action, their account will default back to the standard variable rate
plan. According to our records, this was the case with Mr[redacted], however,
on 10/13/2014, a request was made by the customer in enroll into a 6-month
$0.1159/kWh fixed rate – which was approved and has been reflected on the
customer's 9/12/– 10/10/and 10/11-- 11/10/billing cycles
Several
attempts have been made to contact the customer to address their concerns, but
the attempts have been unsuccessful
In Although this customer was
properly charged for supply, In an effort to provide customer satisfaction, a
courtesy accommodation in the amount of $will be offered to the
customerThis concession will be issued for two months in which the customer was
charged at the variable rate, because their initial fixed rate expired and
defaulted to the market rateThe accommodation was calculated at the
difference between what the customer paid with us for their supply and what
they would have paid if they were charged at NAPG's fixed rate ($0.1159/kWh)
for the customer's 7/15/–
8/12/and 8/13/– 9/11/billing cycles
Should you have
any further questions or concerns regarding this matter or offered
accommodation, please don't hesitate to contact us directly
Sincerely,
[redacted]North American Power
[redacted]T ###-###-####
F ###-###-####

","sans-serif"Times New Roman">Hello
Complaint # [redacted] ([redacted])
Customer service and satisfaction are certainly of great importance to
us and we regret that you have had an adverse experience. However, NAPG is
not involved in any telesales campaigns in the State of [redacted]Also, upon
further reviewing this complaint, Ms[redacted] indicates that "American Power
& Gas" is the supplier which has been contacting her
It is important to mention, that " North American Power & Gas, LLC"
(NAPG), and "American Power & Gas" are two different entities – therefore,
this complaint does not seem to have been intended for NAPG.
Although this might be the case, the customer's contact phone number and
mailing address has been placed on our Do Not Call and Do Not Mail List
Should you have any further questions or concerns, please do not
hesitate to contact us
Sincerely,
Compliance Department
North American Power
[redacted]
T [redacted]
F [redacted]

Hello,
([redacted])
We at NAPG take all customers’ claims very serious and have diligently investigated[redacted] account to provide a reasonable response according to our records.
[redacted] was enrolled into a 6-month fixed rate plan that expired and...

defaulted to NAPG’s variable rate. As a standard, NAPG sends renewal notices to advise customers when their fixed rate contract is soon to expire and encourage them to contact us to renew their rate plan. 
However, due to an administrative oversight, a renewal letter was not generated in the appropriate time to inform the customer of the pending expiration of their fixed rate term.
Our records indicate, on 1/27/2015, a courtesy accommodation in the amount of $80.84 was issued to the customer for the inconvenience. This accommodation was calculated at the difference between what the customer paid with us for their supply and what they would have paid if they were charged at the utility’s rate-to-compare for their 11/13/2014 – 1/14/2015  billing cycle. 
The customer was made aware of the accommodation on the specified date, in which the accommodation was issued.
Since the customer’s grievances were addressed, we consider this case closed and resolved. 
Should you have any further questions or concerns regarding this matter, please don’t hesitate to contact me directly.
Sincerely,
Compliance Department
North American Power
[redacted]
%3

Hello,
",sans-serif">This
email is in response to the complaint filed by [redacted] Complaint #[redacted]
According
to our records, [redacted] enrolled with NAPG on 3/22/onto a 6-month$0.0669/kWh
fixed term - which was supplied to the customer for the indicated term
length. As a standard, NAPG sends renewal notices to advise customers of
when their fixed rate contract is to expire and encourage them to contact us to
renew their rate planAdditionally, as stated in the terms, if the customer
takes no action, their account will default back to the standard variable rate
plan.
Attached
you will find the renewal letter that was mailed to the customer.
As
of 2/11/2016, [redacted] account will no longer be enrolled with NAPG and will
not incur any additional supply charges beyond this date
Should
you have any further question or concerns, please do not hesitate to contact me
directlySincerely,
Compliance DepartmentNorth American Power & Gas